# Customer Success Manager **Company**: Salesforce **Location**: District of Columbia - Washington **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Customer Service **Industry**: Technology **Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/District-of-Columbia---Washington/Mulesoft-Customer-Success-Manager_JR364936?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/customer-success-manager-47879abe-1a9/ ## Description We are looking for a Customer Success Manager (CSM) to join our team. As a CSM, you will be responsible for ensuring high-value customers achieve a significant return on their investment with our platform. **Your Impact** - Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion. - Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle. - Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer. - Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer. - Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks. - Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems. - Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing. - Share best practices for sales and service process optimization, data quality, and customer experience. **Strategic Advisory and Stakeholder Management** - Drive adoption of MuleSoft features with reps, agents, managers, supervisors, and ops teams. - Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores). - Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership. - Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems. - Solidify partnership commitments and drive innovation aligned with customers' business challenges. - Increase customer engagement with products and services and identify major political barriers to customer success. - Partner with more experienced team members to solve complex problems and develop strategic success plans when needed. - Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance. - Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput. **Technical Health, Adoption, and Risk Management** - Drive adoption of Anypoint Platform capabilities with integration teams and developers and share MuleSoft best practices and use cases. - Conduct enablement sessions on MuleSoft features and track usage metrics (API calls, integrations flows, connector usage). - AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring. - Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans. - AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention. - Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities. - Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps. - Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. - Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue. - Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. - Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making. - Escalate complex automation, data model, routing, or integration questions to technical resources. **Minimum Requirements** - Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields. - Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations. - Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business. - Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms. - Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development. **Cloud/Platform Requirements:** - MuleSoft Integration Associate and Developer certifications. - 3-4 years experience supporting MuleSoft Anypoint Platform. - Understanding of API lifecycle management (design, deploy, manage, monitor). - Basic knowledge of REST APIs and API Security. - Familiarity with common integration use cases and API design best practices. For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - MuleSoft - Anypoint Platform - API Management - Integration - Customer Success - SaaS - Cloud --- Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/District-of-Columbia---Washington/Mulesoft-Customer-Success-Manager_JR364936?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)